Workforce management

Angajator: Mentor's Search
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 06.12.2020
    Scurta descriere a companiei

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.


    Must have/Essential Skills:
    Ø Minimum of 18 months of Call Center Experience, preferably in a supervisor role
    Ø Understanding key Call Center metrics and workforce planning approaches
    Ø Analytical, Attention to detail, Extremely organized
    Ø Problem Solver, resistance to pressure, fair and consistent
    Ø Ability to make decisions based on business needs
    Ø Ability to communicate with colleagues at all levels
    Ø Flexibility and ability to work independently or as a part of a team
    Ø MS Applications - Outlook, Word, Excel (minimum intermediate level)
    Nice to have/ Desirable:
    Ø Degree
    Ø Workforce Management Experience
    Ø Additional language
    Ø Genesys, Oracle Service Cloud and Kronos Experience


    Ø Develop and manage agent schedules for all Sparkware Support Teams in conjunction with Antigua & Gibraltar manpower in line with business needs and keeping agents’ work/life balance in mind. Use of Kronos system in capacity of administrator.
    Ø Track and analyze all standard workforce management metrics
    Ø Proactively alert Support Management to resource issues & offer business viable solutions.
    Ø Review and handle all vacation/shift requests of MSRs
    Ø Create and maintain profiles and user accounts for main contact channel clients and support back-office systems (Oracle, Genesys). Use Genesys in capacity of Administrator and manage all phone line agenda (schedules, recordings, skills, call flows)
    Ø Use Genesys and Oracle Service cloud reporting suite to analyze contact volumes and SLA achievements;
    Ø Keep up to date daily, monthly and annual forecast files for all live contacts channels to predict forthcoming trends.
    Ø Provide periodical and on-demand reports to Management along with recommendations for adjustment and actions
    Ø Maintain and update the monthly Absence and Lateness report for the Support Department and meet monthly with HR to cross reference records and highlight areas of concern.
    Ø Liaise with Senior Training Coordinator and schedule all support training as and when required, ensuring minimum impact on operational performance and SLA.
    Ø Provide Supervisor cover as operationally required, which may occasionally include weekends & shifts.

    Alte informatii

    Key Performance Indicators:
    Ø Efficient schedule preparation to enable reaching operational targets
    Ø Ability to prioritize tasks and work to tight deadlines and on multiple projects
    Ø Accurate and timely updating of all Support related tasks and reports
    Ø Successful collaboration with all departments and locations